The HVAC Dispatcher/Administrative Assistant - Onsite is responsible for providing high-level administrative and dispatch support to ensure smooth day-to-day operations within the HVAC service department. This role involves managing incoming work orders, dispatch communications, scheduling technicians, ensuring compliance with Not to Exceed (NTE) limits, and coordinating follow-up visits, quotes, approvals, and invoices. The ideal candidate will be highly organized, proactive, and capable of stepping in as Lead Dispatcher when needed.
Dispatch Support & Communication
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Monitor and manage both Dispatch Email and Personal Mako Email for incoming work orders, updates, or client communications.
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Back up Lead Dispatcher: When Lead Dispatcher is out, ensure the dispatch board is pre-set for the next day, and technicians have all assigned calls scheduled.
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Communicate with field technicians and clients to ensure accurate and timely scheduling of all service calls.
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Handle on-call duties: Prioritize emergency work orders after hours and determine what can be deferred based on the board's availability.
Work Order Management
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Schedule work orders (W.O’s) received via phone or email.
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Input job information with proper structure:
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W.O #, NTE Amount, IVR #
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Detailed Work Order Description
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Attach PM Checklist or custom W.O Checklist in notes
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Assign correct HVAC Category for accurate technician routing
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Identify potential recall work orders (NTE at $0) and handle accordingly:
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If unclear, contact 3rd party for clarification or request NTE increase with justification.
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Notate all job activities accurately in Jobber, ensuring clear job history for future reference.
Quotes & Proposals
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Prepare, send, and track quotes, including adding incurred amounts and detailed descriptions.
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Ensure Jobber and internal notes reflect whether quote was sent to client email (house accounts) and follow up if necessary.
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For After the Fact (ATF) quotes:
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Create new W.O #
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Link proposal to Jobber and portal
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Ensure NTE matches invoice before marking complete
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Notate Jobber with ATF Proposal #
Approvals & Purchase Orders (POs)
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Pull paperwork and attach all required approvals to Jobber and/or internal system.
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Cut POs for approved quotes and part orders.
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For approved jobs:
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Create next visit with correct description
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Add line items for approved work
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Move W.O. to appropriate board tab: "Action Required," “Unscheduled,” or schedule if parts are in stock.
Parts & Inventory
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Manage parts ordering and intake:
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Track parts delivered to office or supply house
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Pull necessary paperwork and schedule tech visits
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Submit expense entries if Dispatch orders parts
Job Completion Process
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Clear technicians from jobs at completion:
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Review and confirm all notes, time, IVR, pictures, and expenses
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Match NTE in portal with final invoice
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Create return visits if needed with detailed descriptions
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Request NTE increase if needed for follow-up
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Ensure all jobs are cleared from the Action Required and Late Queue daily.
Preventive Maintenance (PM) & Requests
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Input monthly PM work orders ahead of schedule.
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Request $0 W.O.s to allow quoting without revisiting the site.
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Monitor and update W.O. requests that stem from PM visits.
Administrative Notes & Technical Understanding
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Accurately interpret technician notes to ensure:
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Job scope matches work order details
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Expenses and line items reflect the work performed
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Proper categorization for billing and follow-up
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Keep detailed and organized records across platforms (Jobber, Portal, etc.)
- Strong knowledge of HVAC terminology and service workflow
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Experience in dispatching and/or administrative roles within service industry
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Exceptional organizational and multitasking abilities
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Strong written and verbal communication skills
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Familiarity with scheduling software (e.g., Jobber), IVR systems, and 3rd party portals
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Proficiency with Microsoft Office (Word, Excel, Outlook)
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Ability to prioritize tasks and make sound decisions under pressure
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Strong attention to detail, particularly with numbers (e.g., NTEs, quotes, PO’s)
Preferred Qualifications
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Prior HVAC industry experience (admin, dispatcher, or coordination role)
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Experience handling NTE increases, quoting, and client approvals
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Familiarity with parts ordering and PO creation
Working Hours
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Monday to Friday, 8 am to 5 pm with after-hours on-call rotation as needed
Compensation & Benefits
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“Based on experience” - Competitive Pay
- Health, Dental, and Vision Insurance
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Paid Time Off & Holidays
